Service Operations Manager

Location
US-WA-Bothell

Job ID

9936

Category

R&D

Pos. Type

Full Time

Overview

Valeant Pharmaceuticals International, Inc. is a diverse pharmaceutical company that is committed to focusing on our key stakeholders while delivering consistently high performance. Our values provide the overall direction for our company, and provide us with the tools necessary to rise to any challenge by leveraging our collective hard work and effort along with our unwavering competitive spirit. These values help us set goals based on our organization’s potential and what we hope it will become.

This position is responsible for overall direction of Service operations including: Technical Support, field service, service training, service tooling and parts, and service documentation. It creates and maintains all internal service business operating processes, as well as all installation, maintenance, and field service procedures, fixtures and materials. It works with management teams to integrate service requirements into the design, development, and manufacture of company products. It works with other functions to assure customer satisfaction related to service. It develops service policies and direction, and represents the company on service related issues to customers, distributors, and third party service providers.

Reports To: Senior Director, Global Product Support & Service

Work EnvironmentThe work environment is office and light manufacturing. Noise levels are usually moderate. Some work may entail incidental exposure to bio-hazardous materials (returned product from doctor’s offices) where the employee must employ standard techniques to protect against chemical and biological hazards.

Safety

Solta Medical is committed to the health and safety of our employees. We expect that all employees will perform their responsibilities while maintaining a safe, cooperative, and productive work environment, thus ensuring the health and safety of themselves and others.

Responsibilities

Field Services and Technical Support

Implement and direct field service and technical support activities, guarantying the following functionalities as appropriate

Develop, coach and retain a high performance internal domestic based field service team

Documentation of servicing activities and failure investigations as per appropriate regulatory requirements (i.e. FDA, CE, UL) and per Solta quality system requirements.

Oversight of work order closures and documentation of failure investigations

Develop, plan and implement process improvements and new Field Service and Technical Support capabilities.

Define, develop and track important department metrics

Act as a technical resource for the Product Support group and worldwide Service Engineers

Support international based Valeant and affiliate service personnel with technical support, service training and service documentation

Support the Product Support and Service Depot organizations with training and technical support

3rd party field service: Provide training and service materials for domestic and international 3rd parties to perform service on behalf of Solta.

Support Affiliates and Distributors with Technical Support and Service Training

Service documentation (service manuals, work instructions, technical service bulletins, service plans, etc.)

Create and maintain service tools and materials required to service Solta products (custom and off the shelf)

Create service training materials, training sessions and maintain a database of all personnel trained to service Solta products

Management

Training and development of employees in the department

Provide guidance and management to service technicians in terms of service training, fair/efficient assignment of duties and adherence to company policies.

Provide leadership to the team and promote a culture that embodies the Solta core values

Implement and refine processes and systems for support of Solta’s products worldwide in accordance with applicable internal and governmental quality requirements.

Performance reviews and objective goal setting

Employee mentoring, development and motivation

New product and sustaining engineering design support (reliability improvement)

Accounting and Budgetary Management

Forecasting, modeling and control activities related to the developing and managing to the service departmental budget.

Define staff, facilities, tooling and other resource requirements.

Accurate capture of costs to warranty and non-warranty activities

Qualifications

Requires a minimum of a B.S. or equivalent degree in a technical field.

Minimum of 3 years managing product service involving service of capital equipment or instrumentation.

Previous experience with and accountability for overseeing and managing a budget.

Strong collaboration, team building, and development skills.

Medical Device: Experience with medical devices a plus

Regulatory: Experience working within a rigorous quality system environment (ISO, FDA cGMP/QSR)

Risk Management: General knowledge of risk management for medical devices.

Design Control: General knowledge of design control process

ESD: General knowledge of ESD environment.

Flexibility to travel within the U.S. to address field service issues.

Valid driver’s license with a clean driving record.

Language and Verbal Skills

Ability to read, analyze, and interpret engineering specifications, general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, specifications, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to clearly and concisely convey project accomplishments, obstacles, issues, and status to project team members.

Math Skills

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to use MS Excel to perform calculations and interpret project results/data.

Analytical and Reading Skills

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Ability to read regulatory, technical and clinical literature and documents and extract important concepts.

Physical Requirements

While performing the duties of this job, the employee may be required to perform lifting tasks of up to 40 pounds for short durations. Duties of this job may involve standing and/or walking for extended periods of time. Duties also involve daily keyboard data entry. Specific vision abilities required by this job include close vision.

Be Aware of Recruiting Fraud

Valeant is an EEO/AA employer M/F/D/V.

Job Applicants should be aware of job offer scams perpetrated through the use of the Internet and social media platforms.

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Valeant Pharmaceuticals International, Inc. is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. EOE/AA. Minority/Female/Sexual Orientation/Gender Identity/Disability/Vet